Iro Kougioumtzi

• Company Overview: Worldpay is global leader in payment processing technology and solutions
• [Website: https://www.worldpay.com]
• Biggest achievement- Reduce Go to live time from 3 months to 14 days average time
• Facilitates weekly status meetings working through issue management and resolution
• Performs all set-up parameters to enable production environment
• Sets up security and product parameters, third party integration requirements
• Manages technical activities
• Facilitates technical questionnaire, manages challenges and issues
• Facilitates technical call, supporting product
• Tests all authoring modification, including third-party integration
• Ensures all database distribution is facilitated and validated with every activity during implementation conversion process
• Facilitates and manages project milestones
• Product definition, gathers business requirements and translates to configuration development and scope
• Application acceptance, validate, modify and test configuration work and business workflow requirements
• Provides implementation-conversion support – develops and manages master conversion plan for implementation from readiness to full production environment

• Boarded first customer that utilised company's newest Fraud sight tool
• Participated in projects to onboard customers, creating scoping documents
• Monitoring of new implementation requests raised by business and perform scoping conversations to improve quality of detail whilst collaborating with commercial colleagues
• Provided supportive role to wider team by assisting Implementation Managers with administrative and account setup tasks
• Created knowledge articles, best practice guides and templates to help customers go-live faster and minimizing delays and errors during implementation

• Managed over 50 customer calls per day
• Provided expert technical advice and support to Gateway E-commerce customers
• Responded to customer queries by telephone and email promptly and accurately
• Performed regulatory controls and audit requirements needed to comply with Worldpay, FCA, PCI and legal policies and standards
• Provided pre-sales support to customers
• Up to date with technical trends within payment processing industry such as security, web/browser technologies, mobile technologies

• Accomplished to reverify more than 700 customers via Remediation Project
• Conducted sanction/PEP screening and investigate potential hits
• Supported data-protection compliance
• Completed Compliance administration (record training, keeping client record up to date) as required
• Reviewed effectiveness of current monitoring rules and settings and provide feedback on ways to optimise
• Continuously reviewed current processes and suggest improvements to process as well as systems used
• Worked cross-departmental to proactively identify and resolve operational compliance queries
• Undertook assigned Compliance project work
• Identification and reporting of suspicious activity to relevant global financial intelligence units

• Ensured that customer and every beneficial owner was identified and appropriately verified
• Completed CDD assessment
• Provided expertise, knowledge and ensure that customers have smooth boarding experience
• On boarded new customers by doing screening against sanctions lists and CDD procedures
• Updated CRM on daily basis with CDD and customer activity
• Undertook internal and external investigation via third parties when information is not readily available in line with standard operating procedures

• Company Overview: Booking.com is travel fare aggregator website and travel metasearch engine for lodging reservations
• [Website: https://www.booking.com]
• Promoted to Executive II Level
• First point of contact for Booking.com BV’s accommodation partners calling partner support line, answering questions and queries, and taking action as needed
• Responsible for delivering high level of service to Booking.com BV’s partners in order to support building productive and continuing relationships
• Managing accommodation partner’s contacts with high attention to detail and accuracy
• Advising accommodation partners of their webpages on Booking.com and how can amend their data with respect to supply, availability, specials, promotions
• Proactively contacting new accommodations to encourage completion of their online registration and offering support through process
• Answering questions of potential partners and support Booking.com BV with setting expectations for partnership
• Verifying accuracy of information provided by partner on website and proactively seeking content to ensure success of partner’s page on Booking.com
• Delivering training by phone to new and or existing properties on how to use Booking.com extranet and rates & availability system
• Customer Satisfaction ratio above average
• Hit all targets and overachieved bonus quotas

• First point of contact for Booking.com BV’s accommodation partners calling partner support line, answering questions and queries, and taking action as needed
• Responsible for providing support to accommodation partners by telephone, messaging system and email
• Responsible for delivering high level of service Booking.com BV’s partners in order to support building productive and continuing relationships
• Managing accommodation partner’s contacts with high attention to detail and accuracy
• Advising accommodation partners of their webpages on Booking.com and how can amend data with respect to supply, availability, specials, promotions
• Providing support to Booking.com’s accommodation partners with managing Booking.com extranet and maintaining property information on Booking.com website
• Further enhanced communication and customer service skills and attended various trainings and workshops on effective communication, problem solving and partner management

Company Overview: Greek Orthodox Archdiocese of Thyateira and Great Britain is a religious organization serving Greek Orthodox community

• First point of contact on behalf of the Archbishop
• Responsible for day to day administrative operations
• Preparation of public related documents and certificates
• Organising agenda, schedule, appointments, holding and chairing meetings when required
• Devised various performance reports and updates
• Responsible for expansion of school program in Great Britain, liaised with key stakeholders

• Responsible for the day to day office operations
• Data entry on two different databases: EDDIE insurance system & Bluebyte
• First point of contact via telephone & email